Topic 11 Concept Of Quality

Question 1

Meaning of quality

Answer 1

How goods and services satisfy customers needs and expectations continously.

Question 2

Meaning of quality control

Answer 2

Inspection of a final product to ensure that it meets the required standards.

Question 3

Process of quality control

Answer 3

1. Process
2. Check
3. Guarantee
4. Customer
5. Satisfaction

Question 4

Meaning of quality assurance

Answer 4

Inspection of products and services should be carried out during and after the production process.

Question 5

Differences
Quality control:

Answer 5

Inspection of final product to ensure that it meets required standard.
Includes setting targets and measuring performance and taking corrective measures.

Question 6

Differences
Quality assurance:

Answer 6

Inspection carried out during and after production process to ensure required standards are met at every stage of process.
Ensures that every process is aed at getting the product right the 1st time and prevents mistakes from happening again.

Question 7

Importance of quality

Answer 7

The business gains goodwill amd support from community.
Consumers associate the image of the business with quality of product.

Question 8

Quality on products

Answer 8

Trademarks : brand names , slogan or a logo used by manufacturers.
Grades : a particular level used to rank quality of the product.

Question 9

Quality indicators of the human resources

Answer 9

Low rate of staff turnover in business.
Market related salaries should be offered.
Ensures that employees understand goals and objectives of business.
Understands the interrelatedness of different departments

Question 10

Quality indicators of the admin function

Answer 10

All docs should be kept neatly and orderly in a safe place.
The relevant info should be available to make a quick decision.
Latest tech should be used.
Complaints should be handled quickly and effectively.

Question 11

Quality indicators of Financial function

Answer 11

Has to be obtained capital from most suitable sources.
Should negotiate a lower interest rate to keep financial costs low as possible.
Should draw a budget to ensure sufficient allocation of cash to prevent wastage.
Surplus funds should be invested to save for future projects / expansions and growth

Question 12

Quality indicators of general management function

Answer 12

Should develop and monitor strategic plans.
Continously learn and Understand changes in business environments.
Take responsibility for setting direction and prioritising responsibilities.
Communicate and share vision and values effectively

Question 13

Quality indicators of production function

Answer 13

Product and services should be produced at lowest possible costs to maximise profits.
Employees should be empowered so that they can take pride in their workmanship
Production problems should be identified by closely monitoring systems and processes.
Quality control systems should be implemented to continuously produce a quality product.

Question 14

Quality indicators of marketing functions

Answer 14

Should differentiate products to attract more customers by giving real value to product on offer.
Market share should be increased by satisfying needs and wants.
Values in which business operates should constantly be refused.
Aggressive advertising campaigns should be used to sustain market share.

Question 15

Quality indicators of public relations functions

Answer 15

Public relations officer should deal quickly with negative publicity.
Should provides regular and positive press release.
Positive feedback from public surveys regarding the business image should be obtained.
Sustainable CSI projects should be implemented

Question 16

Quality indicators of purchasing function

Answer 16

They must choose reliable suppliers who render quality goods at a reasonable price.
Ordered quantities should be delivered at right time at right place.
Avg stock levels should be maintained to avoid over stocking and running out of stock.
Ensure that there is no break in production due to shock shortages

Question 17

Correlation between management and the success of a business in achieving its objectives strengths and weaknesses

Answer 17

Management plays and important role in making the correct decisions and motivating employees to be productive.
Business require ongoing decision making and problem solving